World Congress' 3rd Annual Superior Customer Service for Commercial Health Plans and Government Programs Conference provides proven strategies and actionable solutions to help optimize your call center. Centers as of 2009 can no longer satisfy their member bases with reactive, “answer when asked”, strategies. To stand out as industry leaders, superior health plans must learn to proactively educate and engage customers outside of crisis and issue-related call-ins. As advanced technology hastens the rate of turn around for claims and questions, preferred providers are less likely to work with health plans that lag behind in this regard. To safeguard their networks, provider services representatives must have the tools to satisfy their customer's needs. Given the economic recession, fewer employers can afford to guarantee health insurance for their employees. As a result, the number of individuals shopping for new policies rises considerably. By improving the quality of customer service, health plans make their products more attractive to prospective members.

This event will focus on strategies to increase administrative savings by using technology to decrease phone time, and staffing needs. It will also deliver professional quality service at a cheaper cost while affordably boosting member satisfaction and C.A.P.S scores by evaluating when and how to outsource most efficiently. It is imperative to build long term savings and drive competitive advantage by leveraging proactive call center outreach strategies, which identify your health plan as a superior customer service provider, necessary in today's competitive business environment. Also a key focus will be leveraging cross industry best practices from customer service leaders in hotels, retail, and business solutions services.

This conference will give attendees key insights to:

• Attract new members by boosting CAHPS
• Understand and utilize member engagement strategies
• Train customer service teams to more efficiently and effectively deal with members
• Utilize mobile applications and social media
• Explore public relations role in driving customer service
• Leverage customer service to improve the overall member experience
• Safeguard revenue by encouraging members to take hold of their health

Learn specifically how:

• Blue Cross Blue Shield of Florida is developing systems and meaningful metrics to achieve first contact resolution
• Neighborhood Health Plan is increasing efficiencies and driving customer satisfaction within their call center
• UPMC Health Plan is integrating care management delivery system design using a broad customer service team
• Blue Cross Blue Shield of North Carolina is driving member satisfaction and engagement through proactive call center strategies and technological advances
• AETNA is utilizing technological advancement to drive member engagement and satisfaction
• Humana is properly utilizing the call center as a first point of contact driving member experience
• Harvard Pilgrim Health Plan is implementing industry strategies for optimizing the overall member experience
• ICare Health Plan is changing the trends in marketing to drive customer engagement and satisfaction
• Aetna Pharmacy Management is utilizing care management strategies for member engagement at the pharmacy

Comprehensive Case Examples on Utilizing Technology, Optimizing Customer Service Teams & Enhancing Member Education Initiatives